We’ve just released enhanced Customer Action Analytics to all merchants, with dedicated dashboards for every key subscriber action so you can go beyond overviews to understand the direction and magnitude of their actions, and spot patterns behind what subscribers are doing. 

Here’s what’s new:

Customer Actions now have dedicated views that go deeper than aggregate numbers: 

• Order Date Changes: See if subscribers are pulling dates forward or pushing them out– and by how many days 
• SKU Swaps: Learn which products are swapped most, and whether subscribers are trading up or down in price
• Frequency changes: Understand if subscribers are moving to more or less frequent deliveries, and which intervals are most switched to
• Quantity changes: Discover if subscribers are increasing or decreasing quantity, and by how much
• Skips: Explore patterns of how your subscribers skip, with even more views coming soon

The result? A complete picture of subscriber behavior: detailed enough to spot patterns early, act before churn happens, and build a retention strategy grounded in data. 

Get started now

This update is now live in your analytics by visiting Analytics > Retention & Churn > Customer Actions. 

👉 Read more here.

Give your integrations only the access they need: API Key Read/Write Permissions

With Read/Write Permissions, you can now scope each API key to exactly what it needs - read-only access for reporting and data sync, or full read and write for operational integrations. Following the principle of least privilege is security best practice, and now we make it easy to apply it across your entire integration ecosystem.

Here's what's new:

• Create API keys with Read Only (GET) or Read & Write (POST/PATCH/DELETE) permissions
• Edit permissions on any key after creation
• Existing keys automatically inherit Read & Write permissions, so no integrations break on day one

What this means for you:

• Scope third-party tools to only the access they actually need
• Reduce the risk of accidental or unauthorized data changes
• Build and audit your integration ecosystem with confidence

Get Started Now:

API Key Read/Write Permissions are now available. Head to your API settings to review and update your keys.

We're excited to announce the launch of Incentive Builder, now available in Open Beta – a brand new tool that puts the full power of Flex Incentives directly in your hands. 

Build, configure, and edit limitless promotions – no support needed. Whether you're creating program-level incentives like Product-Specific Incentives or one-time offers like Cancel Flow Retention Incentives, you can now do it all from one intuitive interface in the Flex Incentives area of your product.

Incentive Builder gives you the flexibility to create exactly the right promotional strategy for your subscribers – on your own time.

Here's what's new:

• Launch and manage incentives OOTB: Configure your incentive strategy with our intuitive builder. Start from scratch or using pre-loaded templates, customizable in just a few clicks. 
• Program-level incentive creation: Choose from dozens of incentives, like Retention Rewards for hitting milestone orders, or Subscribe More, Save More, which boosts AOV with spending tiers.
• One-time incentive creation: Design targeted, single-use incentives like Cancel Flow Retention Incentives and Shopify Discount Codes to engage subscribers at the right moment.
• Full Flex Incentives power, now self-serve: Personalize down to the specific order, product, or use case with an intuitive, out-of-the-box setup experience.

What this means for you:

• Personalize your incentive strategy limitlessly
• Create promotions in minutes, with easy downstream management
• Drive up to 40% retention & LTV lifts

Get Started Now:

Incentive Builder is available today in Open Beta. Head to Flex Incentives in your Merchant Dashboard to start building. For guidance on getting started, visit our Knowledge Center or reach out to your Ordergroove CSM.

We've updated how certain rejected orders appear in the Rejected Order Reasons section of your Orders Analytics tab. Specifically, orders that were in a payment retry cycle and subsequently superseded by a Send Now action will now surface with more detail than before, previously showing “NA”.

What is a "810" Rejection Code?

When a subscription order fails due to a payment issue, Ordergroove automatically retries it based on your store's retry settings. If a Send Now action is triggered on a subsequent order for the same subscriber while a retry is still in progress, Ordergroove automatically rejects the retrying order to prevent a duplicate shipment from going out. This is expected platform behavior and it protects your subscribers from being charged or shipped twice.

Previously, these rejections appeared with limited detail:

• In Orders Analytics, the rejection code and text appeared as N/A
• In the API, Order.rejected_message appeared as {}

What’s changed:

• Rejection Code: Instead of N/A, the Rejection Code field now displays 810, making it immediately clear why the order was rejected.
• Rejection Text: Instead of N/A, the Rejection Code field now displays "Order superseded by Send Now"
• API Response: Instead of {}, the Order.rejected_message field now returns: {'code': '810', 'message': 'Order superseded by Send Now'}

What to Expect:

The Rejected Order Reasons table in the Orders Analytics tab reflects these new formats immediately.

If your team exports rejection data or uses it in a data pipeline, you will see the updated rejection code and message appear.

No action is required within the Ordergroove platform. You can view this table in Data > Analytics > Orders.

Questions?

If you have questions or notice unexpected behavior in your data, reach out to your CSM or to the support team.

SendNow has been upgraded to run near real-time across all merchants, completing in seconds.

What's new:

• SendNow requests are fulfilled in near real-time, eliminating processing delays.
• No changes are needed from your end–  the SendNow endpoint works exactly as before, just faster. 

We’re thrilled to announce our advanced Cancel Flow Analytics – a new data view that shows exactly how your cancel flow experience impacts revenue.

Now you can see the complete picture of what happens when customers consider canceling, from entry to outcome, with clear metrics on retention and revenue impact.

Here's what's new:

• Churn risk visibility: Track how many subscribers enter your cancel flow to gauge potential churn.
• Save tactic distribution: Identify which customers take save tactics (skip, pause, SKU swap, discount) vs. canceling, and quantify the revenue you've retained.
• Post-flow insights: Track what happens after a save. See whether subscribers who accept a cancel-flow offer actually stay – or churn later – so you can optimize for real, lasting retention.

What this means for you:

• Pinpoint where your cancel experience succeeds and where customers drop off
• Quantify how save tactics directly impact retention during and after the cancel flow experience
• Make data-driven decisions to optimize lifetime revenue

Get Started Now

This update is now live – check it out in the Retention & Churn drop-down under Analytics. If you have questions about Cancel Flow Analytics, please reach out to your Ordergroove CSM or check out our KC for more details. [Read more here]

Your subscribers can now skip their next order with a single click through SMS and email messages. The new 1-Click Skip action gives subscribers a faster, more frictionless way to manage their subscriptions when they need flexibility.

What's new:

• One click, done: Subscribers can skip their next order with just one click from a text or email, seeing immediate confirmation 
• Consistent experience: 1-Click Skip joins our existing 1-Click actions (Delay, Cross-sell, Reactivate) to give subscribers faster control across all their subscription management needs

What this means for you:

• Reduce friction and retain more customers: Make it easier for subscribers to skip when they need to, reducing the likelihood they'll cancel instead
• Increase engagement: Lower barriers to subscription management mean subscribers are more likely to stay active and engaged with their subscriptions

Get Started Now: Learn more about 1-Click Actions and how to get started.

Holiday promotions and test offers have a habit of sticking around forever. To fight the clutter, you can now archive unused offer profiles and keep your subscription promotions clean, organized, and easy to manage. 

Plus, new filter views let you view promotions by active or archived status.

What’s new:

• Archive with confidence: Offer profiles can be archived as long as they don’t have active subscriptions and aren’t part of a live A/B test.
• Smart recovery: If a subscription on an archived offer profile is reactivated, we’ll automatically unarchive it for you.
• Faster searching: Find the promotion you’re looking for faster with a new dropdown menu that lets you filter by archived or active status.
• Better API filterability: Enhancements to the Offer Profile List endpoint let you filter offer profiles by archived or active status.

What this means for you:

• Manage your incentives efficiently and safely.
• Find the promotion you’re looking for, faster.

Get Started Now:

Offer Profile archiving is available to you now! Head to Flex Incentives in Ordergroove to clean up your promotional roster. 

And if you’re interested in more OOTB promotional setup, ask your Ordergroove CSM about the new Self-Serve Flex Incentives Alpha today.

We’ve increased the speed of our List Payment Endpoint to help you retrieve payment data faster than ever before. With significantly enhanced response times, we’re making it easier for you to sync Payments data into your data warehouse for analysis.

What's New:

• Up to 10x faster response times for large payment data requests
• Handle bigger data pulls with improved performance on bulk requests

We've just launched a new tab in your Retention & Churn analytics: Customer Actions. This new view gives you clear visibility into how subscribers interact with their subscriptions- tracking skips, pauses, product swaps, and other key behaviors that impact your retention strategy.

Here’s what’s new:

• Get a view into how many subscribers skipped, changed the date or quantity of their order, swapped SKUs, and more, all over time
• See a breakdown of sources where these actions happened- from Subscription Manager to API or CSA

With Customer Actions, you now get a clearer picture of subscriber engagement.

Get Started Now

Customer Actions is available today in your Analytics dashboard. Simply go to Analytics > Retention & Churn, and access the new tab to start exploring your customer action patterns.

👉 Read more here.